Manager of Helpdesk and User Services

The Harvard T.H. Chan School of Public Health’s Department of Information Technology is seeking a Manager of Helpdesk and User Services, reporting to the Deputy CIO. The Manager of Helpdesk and User Services provides leadership to achieve first-rate customer service and technical guidance to a community of ~2,500 faculty, staff, and students in multiple locations in Boston and Cambridge. The Manager will develop a team that is both customer service-oriented and technically adept providing support at walk-in help desks, in the field, and in classrooms.

Duties and responsibilities include, but are not limited to, the following:
 

• Provides management and oversight of team of Desktop Team Lead, a Senior Technician, 4 User Support Specialists including an Apple Support Specialist and 3 full-time co-ops operating in three primary locations on campus (Kresge Building, Landmark Center, and Smith Street) and multiple off-site buildings

• Provides training and support to helpdesk team

• Works closely with the central Harvard University Information Technology (HUIT) team that provides front-line phone support

• Manages the team's work including day-to-day software and hardware troubleshooting, new PC setups, virus mitigation, hardware ordering, wireless configuration, mobile/tablet support, classroom support, and VOIP phone support

• Responsible for hardware and software imaging in all computer laboratories and virtual computing laboratories

• Defines, establishes, and adjusts schedules and sets team priorities

• Ensures that tickets are assigned efficiently and expeditiously, and escalates issues as required to other teams

• Ensures communication to the community is accurate and timely

• Conducts analyses and reports on progress, work trends, and problems by creating regular reports using ticketing system (ServiceNow) and call center data

• Evaluates and develops helpdesk procedures, processes, and policies

• Advises support staff concerning procedures, technical problems, and priorities

• Regularly spot checks technicians tickets and coaches staff on any errors

• Follows-up with clients on escalated and difficult issues

• Leads daily check-in team meetings and weekly meetings

• Works with vendors on creating training program for faculty and staff

• Works collaboratively with Senior Project Lead and others on projects related to desktop services (i.e. -  office moves, software/service deployment, maintaining IT website, etc.)

• Works collaboratively with server and security managers on services that are pushed out to the community (i.e. - Windows, virus scanning patches, security updates, etc.)

• Works collaboratively with Media and Educational Technology Services (METS) Manager to provide excellent customer service for audio-visual and classroom support services

• Participates on departmental and School-wide projects as a member of the Department's senior staff

• May represent SPH at several University working groups

• Builds relationships with community contacts and key vendors

• Other related duties as assigned

The successful candidate will be creative, open to change, and eager to apply technology to improve customer service.
 
PLEASE NOTE: This position may require occasional flexibility in schedule (evening or weekend) during extremely busy time periods.
 
PLEASE NOTE: There is a strong internal candidate in mind for this position. 

Basic Qualifications

• Bachelor's Degree required

• 5+ years of related work experience required

• Prior supervisory experience required

• Extensive experience working with and knowledge of PC, MAC, and mobile platforms and common business productivity tools required

Additional Qualifications

• Master's degree preferred

• ITIL/ITSM training and certification, Mac certifications, and/or Dell/PC certifications preferred

• Project management experience preferred

• Experience working in higher education preferred

• Experience with and understanding of security essentials preferred

• Outstanding PC (Windows 7, 8, 10) and MAC skills with exceptional knowledge of MS Office, Outlook, and Office 365 preferred

• Microsoft AD experience preferred

• Strong and robust experience with a ticketing system (such as ServiceNow or related) and phone call center software preferred

• Extensive knowledge of desktop, laptop, and mobile/tablet (i.e. - Android, iPhone, iPad) technology including connecting to classroom/conference room systems preferred

• Imaging technology, virus scanning technology, print management, Endpoint encryption technology, desktop backup utilities, and remote support technology experience preferred

• Experience in all phases of personnel management (i.e. - hiring, performance management, mentoring) preferred

Exceptional customer service and conflict resolution skills; Excellent problem-solving skills and experience; excellent writing and verbal communications skills; outstanding relationship-building skills; outstanding judgment and diplomatic skills; positive attitude with sense of urgency to resolve technical issues; experience leading a team under pressure and addressing emergencies; solid presentation skills preferred

Additional Information

The Harvard T.H. Chan of Public Health is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – including fostering respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives. To learn more about the Chan School’s mission, objectives, and core values, please visit our website here. 

Harvard offers an outstanding benefits package including:

 3- 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.Time Off:

 We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.Medical/Dental/Vision:

University-funded retirement plan with full vesting after 3 years of service.Retirement: 

 Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools. Tuition Assistance Program:

 Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.Transportation:

 Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.Wellness Options:

Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

Join the Harvard T.H. Chan School of Public Health to support our mission of health research and education, and to be a part of the oldest institution of higher learning in the country!